Marlcliff Security Services - Success Plan

Where we are today

The platform is stable. There are no open support tickets and no overdue invoices, so this is not a service problem and it is not a payment problem.

The issue is adoption. Only a handful of the licensed users are active in a typical month, and the number has drifted down compared with the previous quarter. Forty licences with a small group of regular users is not a position that will survive a careful look at value at renewal. Quiet accounts are easy to leave alone, and we do not want to do that.

Goal

By the end of March, Marlcliff should have:

• thirty active users;
• every account manager preparing client reviews from B-Viz rather than from separate systems;
• control-room incidents showing on each client's page;
• credit control working from aged debt by client inside B-Viz.

The budget holder at Marlcliff has said the test at renewal will be which contracts earn their keep. This plan is built so that B-Viz can answer that question for Marlcliff's own client portfolio, and so that B-Viz itself passes the same test.

Workstreams

Phases

Phase one: foundations (now to the end of the year)

• Agree the list of account managers, control-room leads and credit control staff who should be using B-Viz daily.
• Confirm the client, site and incident data each group needs is loading and is current each morning.
• Run short, hands-on sessions per team, using Marlcliff's own clients. Sharon will choose a few clients whose reviews are coming up.
• Daniel to check in with each team on how they are finding it, and to report back to Gavin and Sharon.

Phase two: habit (January and February)

• Account managers prepare every client review from B-Viz.
• The control room attaches incidents to client pages as part of the normal shift routine, so the question "what did the client hear from us?" can be answered from one screen.
• Credit control reviews aged debt by client at its regular meeting and shares the view with account managers.
• Daniel reviews usage monthly and flags any team falling behind to Sharon straight away.

Phase three: proof (March)

• Measure against the goal above.
• Pull together a short value summary: the reviews prepared, incidents surfaced to account managers, and debt chased with context.
• Identify which client contracts the data shows to be strong and which are under pressure, since that is the question the budget holder will ask.

Measures of success

• Active users: thirty by the end of March.
• Coverage: every account manager has prepared at least one client review from B-Viz, then all of them as routine.
• Incident visibility: incidents are on the client page for every client with a recent event.
• Credit control: aged debt reviewed by client at each regular meeting.
• Questions asked in B-Viz trending upward month on month, and spread across several people rather than one or two.

Risks and how we will handle them

• Reliance on a few people. If one or two people carry most of the use, a departure or a busy month sets us back. We will widen use across teams early.
• Stale or missing data. If an incident or invoice source stops loading, trust drops fast. Daniel will watch the indexing and raise any gap with Sharon the same day.
• Competing priorities. Operations come first, and rightly. Sessions will be short and tied to real client work.
• Spend without evidence. No budget decision will be asked of Marlcliff without the value summary in hand.

Governance

• A short monthly check-in between Daniel and Sharon on usage, blockers and next actions.
• A review with Gavin at the end of the plan period, with a clear answer to "what's the plan and who owns it?" for the renewal.
• Renewal preparation led by Daniel and Lewis Kerr, with the current term ending on 4 Jun 2026. Commercial terms remain a matter for Lewis Kerr and the budget holder at Marlcliff.

Agreement

This plan was agreed on 11 Nov 2025.